'Digital First' online services must be humanised, user-centric

THERE is an image circulated widely on WhatsApp asking people who leads the digital transformation of their company: Was it the CEO, CTO or Covid-19?

Covid-19 has arguably brought about radical shifts in how we live and work. Before Covid-19, it would have taken the government a longer time and with greater effort to encourage greater use of digital tools and services by businesses and citizens. The pandemic has accelerated our Digital Government transformation, where citizens and businesses not only use digital services and interact with the government digitally, but do so with greater convenience, security and efficiency.

Even as we drive a "Digital First" strategy in delivering government services, we must ensure these services are "humanised" - designed and developed to help people do the things they need to do.